Dumpling House

American Water Resources (AWR) appreciates the opportunity to respond to your *** **, correspondence regarding the complaint filed by *** *** On June 2, 2014, Ms*** notified AWR that she experienced a sewer line back up two weeks prior and called th* *** **
*** *** *** to clear the sewer line blockageMs*** requested that AWR further investigate the issueThe customer acknowledged that she was not experiencing a back up at the time of the callAs a result, AWR did not dispatch a contractorSubsequently, the customer hired a private contractor to replace her sewer line and requested AWR repay her the costs she incurredPursuant to the Sewer Line Protection Program’s terms and conditions, AWR does not pay any costs incurred from privately hiring a contractorTherefore, Ms***’ claim for repayment to replace her sewer line remains deniedHowever, if Ms*** is required to pay the *** to clear her sewer line blockage, she may submit the *** issued invoice along with proof of payment, and AWR will consider repayment of the cost of the sewer line clearingThese additional items can be sent to *** *** attention by fax: (*** *** or email: j***We will contact the customer with the result of our review.AWR takes all consumer concerns seriously and we regret that this issue caused Ms*** to file a complaint with your officeWe trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns and useful to you in your investigationShould you have any questions, please do not hesitate to contact meThank you for your time and consideration

American Water Resources (AWR) appreciates the opportunity to respond to your January 5, correspondence regarding the complaint filed by *** *** *** *** notified AWR that he was experiencing a clogged toiletAt that time, AWR’s system was inaccessible and therefore, AWR was unable to assist *** ***Subsequently, the customer hired a private contractor to repair his issue and requested that AWR repay him for his out of pocket expenses and for the damage to his bathroom.Please be advised that pursuant to the terms and conditions of the In-Home Plumbing Emergency Program (IHPP), AWR does not repair, replace or clean any portion of a customer’s home or contents that are damaged by a clog or blockageNevertheless, *** *** may submit to AWR, the itemized invoice he received from his private contractor and proof of payment for the repair*** *** may submit these items to JoBeth T*** attention by email: *** or fax: *** ***Upon receipt and approval of these items, AWR will credit the customer’s water utility bill for any items that would have been covered under the IHPPWe apologize for any inconvenience this may have caused *** ***.AWR takes all consumer concerns seriously and we regret that this issue caused *** *** to file a complaint with your officeWe trust that the foregoing explanation is fully responsive to *** ***’ concerns and useful to you in your investigationShould you have any questions, please do not hesitate to contact meThank you for your time and consideration

Complaint: ***
I am rejecting this response because:
As you continue to state that your company did not have to respond to our need of emergency services clearing our backup because we got another company to do so, is false.Instead you had your representative at 8:15am on May 24thadvise me to get a contractor out to check if problem was inside or outside the homeYou stated you only covered for outside, therefore someone had to check inside firstWe determined the blockage was outdoors which was AWR 's responsibility to come and clear.No one would come out and check despite the fact we still had a backupWe have proof from our townshipBottom line, this company should not operate in the State of New Jersey if they continue to deny a claim before even checking the problemNo one from this company came to my home, therefore, this is a deceptive practice by the very fact of not even coming iutDenying a claim before putting a canera down or checking the $17,damage that was caused inside by water and work on outside sewer.of course your response is rejectedRevdex.com - enough of he says, she saysCome to my homeI have proof of what this company's practices Lets review their recordIf this happened to us, it happens all the timeEvery one I have encountered when I relate the story, said they have heard of AWR's bad practices.Revdex.com check the reviews, time to take a stand and Time for American Water resources to live up to what they advertise to their customers or go out of business in NJ
Regards,
*** * *** ***

Complaint: ***
I am rejecting this response because:
The plumber which I paid out of pocket for had determined that AWR 's plumber should have completed the work based on his snaking the line from inside the houseAnd yes, I canceled my contract with AWR because they're a scam operationThey get paid, their plumber gets paid and the consumer pays
Regards,
*** ***

American Water Resources (AWR) appreciates the opportunity to respond to your December 24, correspondence regarding the complaint filed by *** ***Ms*** contacted AWR to inquire about coverage limits for a faulty water pressure-reducing valve that she believed was causing her to
experience low water pressure in her washer and showerAt that time, Ms*** was informed that pursuant to the terms and conditions of the In-Home Plumbing Emergency Program, AWR will pay to repair leaks or breaks to a customer’s supply system and clogs or blockages to a customer’s drainage systemMs*** also stated that she heard water dripping behind her wall every time her upstairs toilet was flushedMs*** was informed that her issue was indicative of a drain line leak, and the AWR claims representative explained that her program covers repairs for clogs and blockages of her drainage system; leaks and breaks of the drainage system are not covered.If Ms*** notifies AWR that she is experiencing a leak or break to her supply line or a clog or blockage of her drain line, AWR will dispatch a contractor to investigate the issueSubsequently, Ms***’s requests to have AWR investigate her water pressure-reducing valve and drain line leak remain deniedAWR takes all consumer concerns seriously and we regret that this issue caused Ms*** to file a complaint with your officeWe trust that the foregoing explanation is fully responsive to Ms***’s concerns and useful to you in your investigationShould you have any questions, please do not hesitate to contact meThank you for your time and consideration

American Water Resources (AWR) appreciates the opportunity to respond to your December 15, correspondence regarding the complaint filed by *** *** *** *** received a direct mail solicitation from AWR regarding the Water Line Protection Program (WLPP)Thereafter, *** *** called
AWR to inquire about the mailerAs noted in his complaint, *** *** was unhappy because during the call he did not receive (i) an explanation of WLPP or (ii) AWR’s source for the statement that "the original water service line that delivers fresh water to your home was installed before 1979." As a result, *** *** believes AWR is a scam.For years, AWR has provided homeowners with water line, sewer line and in-home plumbing protection programsCurrently, AWR services more than million contracts in states and Washington, D.CRepairs to homeowners’ external water lines and sewer lines are the homeowner’s responsibility, and such repairs are not covered by standard homeowners’ insuranceAWR’s programs offer homeowners a low cost solution for such repairsAWR maintains a 93% customer satisfaction rating and is an accredited member of the Revdex.com with an A+ rating.In addition, the following information answers the questions that *** *** raised during his December 13, call to AWRWith the WLPP, AWR will pay up to $5,to repair a leaking/broken water line on a customer’s property and up to $5,for any repairs in the street/public right of wayThe statement in the direct mail solicitation regarding *** ***’s water line was based on publicly available information regarding the year that his home was built.AWR takes all consumer concerns seriously and we regret that this issue caused *** *** to file a complaint with your officeWe trust that the foregoing explanation is fully responsive to *** ***’s concerns and useful to you in your investigationShould you have any questions, please do not hesitate to contact meThank you for your time and consideration

American Water Resources (AWR) appreciates the opportunity to respond to your February 5, 2015 correspondence regarding the rejection filed by [redacted]. As previously stated, AWR dispatched a contractor to investigate the issue described by Mr. [redacted]. AWR’s contractor restored service for the customer by clearing the sewer line. The contractor also conducted a video camera inspection of the sewer line and observed that Mr. [redacted] had a piece of equipment in his sewer line. At that point, the customer was advised to remove the item and then to notify AWR so our contractor could continue the investigation and make any necessary covered repairs. AWR did not deny Mr. [redacted]’ claim due to the foreign object; we were awaiting confirmation that the object was removed so the contractor could be dispatched to complete the claim. Mr. [redacted] stated that the private contractor he hired to replace his sewer line did not find a foreign object in his sewer line, only tree roots. However, in the video camera inspection completed by AWR’s contractor, it is evident that there is a foreign object in the customer’s sewer line. AWR reviewed the video and it has been confirmed that the foreign object was a piece of equipment. Since it has been confirmed that there was a foreign object in Mr. [redacted]’ sewer line, the customer’s demand to have AWR repay him for the out-of-pocket expenses he incurred to replace his sewer line remains denied. Mr. [redacted] also requested AWR to repay him for expenses he incurred to replace his water line. AWR’s Water Service Line Protection Program provides protection for leaking or broken water lines. The customer explained to AWR that he did not have a water line leak. As a result, this request has been denied.Mr. [redacted] also requested a refund of his program fees. AWR honored multiple claims established by Mr. [redacted] and provided service under the contract. The customer’s request for a full refund has been denied.AWR takes all consumer concerns seriously and we regret that this issue caused Mr. [redacted] to file a complaint with your office. We trust that the foregoing explanation is fully responsive to Mr. [redacted]’ concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

Complaint: [redacted]I am rejecting this response because:Regards,[redacted]

American Water Resources (AWR) appreciates the opportunity to respond to your March 27, 2015 correspondence regarding the complaint filed by [redacted]. AWR confirmed that Mr. [redacted] sewer line was bellied. Repairing a belly on a sewer line is not a covered repair. Therefore, Mr....

[redacted] claim was denied. Nevertheless, AWR re-evaluated Mr. [redacted] claim file and we have decided to reverse our original decision to deny his sewer line claim. AWR advised the customer that we will dispatch a contractor to repair his sewer line issue. Mr. [redacted] was very pleased with the resolution.AWR takes all consumer concerns seriously and we regret that this issue caused Mr. [redacted] to file a complaint with your office. We trust that the foregoing explanation is responsive to Mr. [redacted] concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

Complaint: [redacted]
I am rejecting this response because:
They still do not address the issuse of why the insurance lapsed.  That they sent the notice to a dead person who lived in California..  I understand I am just one person and they don't have to try to keep me happy, besides who could I tell that would have any consequenses to them.  I am not an well known wealthy person but I do have a City Counsel Person who is up for election, the Editor of the local papers, and Military friends all over the United States who receive national magazines (I am a life Member of many of them).  [redacted] it seems would be interested in scams that impact Seniors. The local water company claims not to be associated with the company but they are owned by the same Parent company and they will be made aware of the problem.  All I asked was to be treated fairly.
Regards,
[redacted]

American Water Resources (AWR) appreciates the opportunity to respond to your inquiry dated November 19, 2014 regarding the complaint filed by [redacted] Ms. [redacted] filed a complaint with your office regarding an issue with her water utility bill with [redacted] Please be...

advised that Ms. [redacted]’s complaint relates to her experience with New Jersey American Water and does not involve AWR. Should you have any questions, please do not hesitate to contact me.Thank you for your time and consideration.

American Water Resources (AWR) appreciates the opportunity to respond to your [redacted] 2014 correspondence regarding the rejection filed by [redacted] In Ms. [redacted]’s complaint, she stated that prior to enrolling in the Water Line Protection Program (WLPP), AWR should have advised her of the possibility that she may have a water line made of a material that is not covered under the Program, such as [redacted] AWR, as a service contract provider, is under no obligation to pre-inspect the service lines for which its programs cover. Further, the WLPP’s terms and conditions, which Ms. [redacted] received when she enrolled in the program, state that AWR does not repair anything caused by a defective material or materials subject to a recall or class action litigation. Typically, when a customer has a water line made of a defective material, such as [redacted] the customer may have the water line replaced at his or her expense or AWR will cancel the customer from the Program. In Ms. [redacted]’s case, AWR authorized the independent contractor it dispatched to the property to repair a portion of the water line as a courtesy since the contractor initially needed to excavate the yard to confirm the water line’s material. AWR repaired the leaking portion of the water line. It was at the customer’s discretion to replace the remaining portion of the water line at her expense. AWR takes all consumer concerns seriously and we regret that this issue caused Ms. [redacted] to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

American Water Resources (AWR) appreciates the opportunity to respond to your November 20, 2015 correspondence regarding the complaint filed by [redacted].[redacted] are customers of the Water Line Protection Program (WLPP) offered by AWR. They experienced a water line leak, which was...

repaired by AWR’s contractor on October 29, 2015. During the repair one section of the public sidewalk was disturbed. The contractor will complete the sidewalk restoration on or about December 6, 2015. We apologize for any inconvenience the customer may have experienced as a result of the delay in restoring the sidewalk.AWR takes all consumer concerns seriously and we apologize that this issue caused [redacted] to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns and useful to you in your investigation. Please contact me with any questions. Thank you for your time and consideration.

American Water Resources (AWR) appreciates the opportunity to respond to your March 4, 2016 correspondence regarding the rejection filed by [redacted]. In May 2015, Mr. [redacted] called AWR in response to an advertisement offering the Water Line (WLPP) and Sewer Line Protection Program (SLPP) for $120 for the first year. This offer was sent to Mr. [redacted] in November 2014. When he called to enroll, the introductory price was no longer available. During the enrollment call, the representative confirmed with Mr. [redacted] that he chose to enroll in the WLPP and SLPP at an annual rate of $149.88.  Mr. [redacted] agreed to the annual Program fee and completed the enrollment.  Thereafter, AWR sent Mr. [redacted] a letter confirming his enrollment in WLPP and SLPP at the annual a rate of $149.88.  As a good faith gesture, we have agreed to honor the $120 price from the 2014 advertisement.  Therefore, we sent the customer a refund for the difference between the 2014 offer and the 2015 Program fee charged at enrollment.  Mr. [redacted] is not enrolled in IHPP.  As a result, we cannot establish a claim for his current in-home plumbing issue.  If he would like to enroll in the IHPP, the annual fee for the Program is $47.88 annually ($3.99/month).  Similarly, if he would like to add the Internal Electric Line Program, the cost is an additional $47.88 annually ($3.99/month).  Despite what Mr. [redacted] stated in his complaint, no additional discounts were offered. AWR takes all consumer concerns seriously and we apologize that this issue caused Mr. [redacted] to file a complaint with your office.  We trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns and useful to you in your investigation.  Please contact me with any questions.  Thank you for your time and consideration.

Complaint: [redacted]
I am rejecting this response because: I want to hear the recorded phone call. They said they have it and this is what they are basing their decision on, let me hear it. My documents show I purchased more than the Water & Sewer Protection Plan. The In Home Protection Plan was offered and purchased during that phone call.  Returning $29.88 doesn't correct the wrong. If they are willing to honor the $120 now but say they could not during the phone call, make no since to me. This act is dishonest. And it's clear they are trying to get out of fixing the problem I have. I purchased the triple protection plan $149.88, if you're not willing to honor this triple protection plan I paid $149.88 for, then give me all my money back. Otherwise this company is DISHONEST and looking out for #1 (themselves). I've read several complaints regarding this company and now my complaint is just another added to the MANY complaints online. To make me happy either honor the triple plan for $149.88 which is what you were paid for. On Jan. 30, 2016 I was told there was only a $16 difference between what I paid and the current triple plan package. Honor this and have a satisfied customer or give me all my money back and I will look else where for protection plans.   
Regards,
[redacted]

American Water Resources (AWR) appreciates the opportunity to respond to your October 19, 2015 correspondence regarding the complaint filed by [redacted].[redacted] is enrolled in AWR’s Sewer Line Protection Program. On August 26, 2015, Mr. D[redacted] contacted AWR to report a back-up. AWR’s contractor...

determined that the sewer line required a repair. Once the repair is complete, we require the contractor to submit an invoice for the repair to AWR, not the customer, and we pay the contractor directly. Unfortunately, the contractor misunderstood the process and asked the customer to pay them for the repairs. The customer was repaid for the covered items listed on the invoice provided. We apologize for any inconvenience this may have caused the customer.AWR takes all consumer concerns seriously and we regret that this issue caused [redacted] to file a complaint with your office. We trust that the foregoing explanation is responsive to the customer’s concerns and useful to you in your investigation. Please contact me with any questions. Thank you for your time and consideration.

American Water Resources (AWR) appreciates the opportunity to respond to your June 17, 2015 correspondence regarding the rejection filed by [redacted] As we explained previously, AWR dispatched an independent contractor to the property on June 6, 2015 and the contractor, after conducting a thorough investigation, advised AWR that the sewer line was severely back pitched and the sewer line’s condition occurred prior to Mr. [redacted] effective date. As a result, we do not believe it is necessary to snake or camera the line. Since conditions occurring prior to the effective date and back pitched lines are not covered under the program, Mr. [redacted] claim remains denied. AWR takes all consumer concerns seriously and we regret that this issue caused Mr. [redacted] to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns and useful to you in your investigation. Should you have any questions, please contact me. Thank you for your time and consideration.

American Water Resources (AWR) appreciates the opportunity to respond to your July 14, 2016 correspondence regarding the complaint filed by [redacted]. As we explained in our prior response, the contractor dispatched by AWR to Mr. [redacted]’s property encountered various delays associated with the repair of his water line, and as a customer courtesy, AWR paid to replace Mr. [redacted]’s pressure reducing valve and expansion tank at the time of repair. We apologize for any inconvenience the delays may have caused Mr. [redacted]. While AWR is not required to pay for lost water costs under the Program’s Terms and Conditions, we are in the process of reviewing Mr. [redacted]’s claim as reconsideration of our denial of that claim.AWR takes all consumer concerns seriously and we regret that this issue caused Mr. [redacted] to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns and useful to you in your investigation. Please contact me with any questions. Thank you for your time and consideration.

American Water Resources (AWR) appreciates the opportunity to respond to your December 15, 2015 correspondence regarding the rejection filed by [redacted].AWR dispatched a plumbing contractor to investigate Mr. [redacted]’s problem. The contractor did not advise AWR that additional repairs were necessary under the Sewer Service Line Protection Program. He recommended to Mr. [redacted] that he replace his existing P-trap with a double-vented trap, which is not covered under the Program. If the contractor thought that the odor described by Mr. [redacted] was indicative of a problem, he would have pursued his investigation of the issue. AWR takes all consumer concerns seriously and we apologize that this issue caused Mr. [redacted] to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns and useful to you in your investigation. Please contact me with any questions. Thank you for your time and consideration.

American Water Resources (AWR) appreciates the opportunity to respond to your October 14, 2015 correspondence regarding the complaint filed by [redacted]. [redacted] called AWR on October 9, 2015 to report a water line leak. AWR dispatched a contractor to investigate the problem. Our contractor...

advised that the water line was polybutylene pipe. Pursuant to the Water Line Protection Program Terms and Conditions, AWR will not repair polybutylene water lines. As a result, [redacted]’s claim was denied.[redacted]’s Water Line Protection Program has been cancelled in accordance with the Program Terms and Conditions. A full refund will be sent to him. His Sewer Line Protection Program will remain in effect unless [redacted] calls AWR to cancel it.AWR takes all consumer concerns seriously and we regret that this issue caused [redacted] to file a complaint with your office. We trust that the foregoing explanation is responsive to the customer’s concerns and useful to you in your investigation. Please contact me with any questions. Thank you for your time and consideration.